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Bug
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Resolution: Unresolved
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Medium
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7
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Severity 3 - Minor
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6
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Jira Service Management
Issue Summary
User access admin users in centralized user management can't view or control the portal-only customers for Jira Service Management.
This is also an issue for organization admins who are not in the site-admins group for a site.
Steps to Reproduce
- Go to admin.atlassian.com. Select your organization if you have more than one.
- Select Products from the header.
- Under Sites and Products, select the site that contains Jira Service Management.
- Under the Jira Service Management section on the nav bar, select Portal customers.
- The portal only customers page may not be visible in the navigation panel. It can also be accessed by replacing "/access-requests" with "jira-service-management/portal-only-customers" in the page url.
- You will see an error of: Something went wrong(We had trouble trying to fetch your customers. Refresh the page to try again.)
Expected Results
The user access admin can navigate the portal only customers page as in the steps above, and view the customer list.
Actual Results
The following error is displayed:
Workaround
The current workaround is for user access admins to reach out to org admins to check if they can be granted the site-admin role for the site.
- duplicates
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ID-8327 User Access Admins and Site Admins should be able to manage portal-only customers in a site's User Management settings
- Gathering Interest
- has action
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BANANA-3082 Failed to load
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[ID-8806] User access admins can't view portal only customers on admin hub
Same issue for me. My account is part of the following Groups:
- Administrators
- jira-user-access-admins-logbookloans
- site-admins
- Org-admin
workaround tested and does not work
Hi 53b74ca6e6b2, the workaround is giving the account site admin role. Can you please try again?
Could you please specify how get workaround to work?
Because it dose not work for a user that is:
- a site admin
- JSM user access admin
- Jira user access admin
- Jira administration product admin
- member of group jira-servicemanagement-user-access-admins
- member of group jira-administrators
- member of group site-admins
- member of group jira-user-access-admins
Lower the priority to Medium as there is a workaround. We will address the bug according to https://confluence.atlassian.com/support/atlassian-cloud-bug-fixing-policy-206865884.html.
Please upvote the bug by clicking "This affects my team" if it impacts your business. At Atlassian, we regularly re-evaluate bug priorities by customer impact.
I just opened a ticket with Jira for the exact same issue. The move the centralized management has been a headache for our team, this just adds to that.
I have two different scenarios
We have tried to add the user(s) to all mentioned groups, but to no avail, so work around is not working for us either.
This severely affects us as we can not deactivate or reactivate portal only customers in a fashioned way.
There is also no api-endpoints to do this so we can't automate.